24/7 Borrower Voice AI.No App. No Portal. No Hold Queue.
Kylie is Confer's VAPI-powered voice assistant. Borrowers call a dedicated phone number and speak naturally — loan status, outstanding conditions, document submission prompts — all answered without involving a loan officer for routine inquiries.
How Kylie Works
Borrower Calls
Borrower dials the dedicated Confer LOS phone number — no app download, no portal login, no hold queue.
Kylie Responds
VAPI handles the call. Kylie reads the loan record and responds in natural language — pipeline stage, conditions, next steps.
Action or Transfer
Kylie initiates document upload texts, answers follow-up questions, or transfers to the loan officer when needed.
Why Voice AI Matters in Mortgage
The After-Hours Problem
Borrowers don't stop worrying about their mortgage at 5 PM. First-time homebuyers experience peak anxiety during evenings and weekends — exactly when loan officers are unavailable. A borrower who can't get a status update at 8 PM calls the office at 9 AM, consuming staff time for a question that takes 30 seconds to answer.
The Volume Problem
A loan officer managing 15–20 files receives dozens of status inquiry calls per week. Each call takes 3–5 minutes including greeting, lookup, and explanation. That's 60–100 minutes per week spent answering "where is my loan?" — time that could be spent on new originations or resolving actual file issues.
The Consistency Problem
When three different staff members answer the same borrower's calls on different days, the borrower gets three slightly different explanations of where things stand. Kylie delivers consistent, data-driven answers every time — same accuracy, same tone, same source of truth.
What Kylie Handles
Inbound Loan Status
Borrower calls dedicated number → Kylie reads current pipeline stage, last milestone, and next required action. No hold queue.
Outstanding Conditions
"What do I still need to send in?" → Kylie reads open conditions by name with instructions for each.
Document Submission Prompts
Kylie initiates a secure document upload text link to the borrower during the live call.
Outbound Reminder Calls
Automated outbound calls for outstanding conditions, time-sensitive document requests, and TRID timeline alerts.
Natural Language — No Menu Tree
Borrowers speak naturally. No press-1-for-status IVR menus. Kylie understands intent and responds conversationally.
Live Transfer to Loan Officer
When Kylie encounters a question outside its scope, it transfers the call to the assigned loan officer or escalates via the Confer notification system.
Full Communication Stack
Kylie is one of six channels orchestrated by the Borrower Communications Agent. All channels use configurable persona-based messaging templates.
| Channel | Platform | Notes |
|---|---|---|
| Voice (Inbound + Outbound) | VAPI (Kylie) | 24/7 borrower self-service |
| Resend | Transactional and notification email | |
| SMS | Twilio | Condition requests, alerts, status updates |
| Twilio | WhatsApp messaging for borrowers | |
| eSignature | DocuSign | Disclosures, initial disclosures, closing docs |
| In-App (Real-Time) | Supabase Realtime | WebSocket-based, <100ms update latency |
Questions
What can Kylie answer on a borrower call?
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Kylie handles loan status inquiries (current pipeline stage, last milestone, next required action), outstanding condition review (what documents still need to be submitted), document submission prompts (Kylie can initiate a text with a secure upload link during the call), and general loan information (rate, term, estimated closing date, loan officer contact). When Kylie encounters a question outside its scope, it transfers to the assigned loan officer.
Does Kylie support outbound calls?
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Yes. Kylie supports outbound calling for borrower reminders — outstanding condition requests, time-sensitive document deadlines, and TRID timeline alerts. Outbound call timing and messaging are managed by the Borrower Communications Agent, which uses configurable persona-based templates.
What platform is Kylie built on?
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Kylie is built on VAPI (Voice AI Platform Interface), a production-grade voice AI infrastructure that handles telephony, speech-to-text, LLM orchestration, and text-to-speech. Borrowers call a dedicated phone number — no app download, no portal login required.
What other communication channels does Confer support?
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In addition to voice (VAPI/Kylie), Confer's Borrower Communications Agent orchestrates email via Resend, SMS and WhatsApp via Twilio, eSignature via DocuSign, and in-app real-time messaging via Supabase Realtime. All channels use configurable persona-based messaging templates.
What data does Kylie have access to?
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Kylie accesses the borrower's loan record through authenticated API endpoints — current pipeline stage, outstanding document requirements, recent activity history, and key dates (application date, estimated closing, CD delivery). Kylie does not access or discuss specific financial figures (income amounts, credit scores, interest rates) over the phone for security reasons. Rate discussions and pricing are escalated to a human.
Is the voice interaction recorded and logged?
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Yes. All voice interactions are logged with timestamps, borrower identity (matched via phone number to customer record), conversation transcript, and any actions taken. Logs are stored in compliance with the organization's data retention policy and are available for quality assurance review. Recordings follow applicable state and federal consent requirements.
Hear Kylie Live
Request a demo to see Kylie handle a live borrower call — loan status, conditions, and document prompts in natural conversation.